Outbound campaigns

Outbound campaigns are used for pro-active calls to customers. The Daktela Campaign Module allows you to easily import phone numbers, including a clear web-based call-script configuration that will be displayed to operators while in call. Current state and performance of campaigns, including operators performance, are recorded and displayed in real-time statistics and reports. Both manual campaigns and campaigns with automatic predictive dialing are supported.




Basic Features


Create call scripts in minutes

Daktela enables drag and drop system for creating call scripts. You first create call scripts items (input boxes, select boxes, checboxes, radio buttons) and then drag them to the right place in the call script.


Bulk download of call recordings

Daktela enables bulk downloading of campaign's call recordings based on pre-defined filters. Call recordings can be downloaded via the web interface to ZIP file or there is access via FTPS.



Dialing options

You can choose several methods for each campaign. Daktela allows you to set different ways of dialing that can be changed during the campaign. Campaigns support preview (manual), progressive, or predictive dialing.


History of changes - snapshots

Daktela saves all activities about each campaign data record and thus there is a complete change history available - snapshots. It is easy to find out, who imported a record or by whom and when the record was dialed or changed.



Importing and exporting

Importing and exporting of campaign data can be carried out in XLS, CSV or via API. It is possible to export the whole call scripts or just some items based on a variety of filters that you set. We are also able to deal with duplicates during import.


Call monitoring

Daktela enables listening to live or previously recorded phone conversations between customers and company agents. Recordings can be searched and played directly in the web interface. Daktela also allows bulk downloads.


Dialing options



Preview dialing

Preview (manual) dialing allows operators to dial calls manually by clicking the call button. Before a number is dialed, the operator would see the contact form and can then dial the call directly from the form. When the call has finished, the operator must manually select the call status and close the form manually.








Progressive dialing

In the case of progressive dialing, Daktela will display a contact form so the operator can check for a defined period of time. Consequently, the system itself calls the contact and thus the operator is fully allocated for this call. In case of no answer, the form closes automatically and retrieves another form. In the case of successful call, operator completes and than close the form.



Predictive dialing

Daktela predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer.








Robocaller

Robotic calls are used for automated telephone calls initiated by an autodialer without human interaction. This is a special outbound campaign, when Daktela automatically makes outbound calls according to the rules set in advance. If the Robocaller call is successful, it is possible to continue with a number of actions – for example, to play a prerecorded or text-to-speech message (e.g. credit status) or invite the caller to answer some questions and then process it using speech analysis and react accordingly. More information is available on the product page.


Advanced functions


Integration with external systems – CRM, BI

Daktela platform offers programmed API for integration with external systems. In case of an active call center, customers use mainly Daktela API for automatic import of data into campaigns, obtaining results from calls made by the operator or downloading of call records. Some customers download from Daktela platform raw data about calls, operators and campaigns for further processing and analysing. For example, you can use a ready-made plug into Keboola Connection.







Real time performance statistics

Daktela provides a variety of reports about the operation of active call centers, which are calculated in real time. There are available tools like realtime panel or LCD wallboard which can be customized from predefined widgets. Historical reports for campaigns display important parameters like availability, trending over time, number of orders, performance of operators and others.



Databases of phone numbers in a campaigns

We tried to make the administration of phone numbers in campaigns easier and more user friendly. In Daktela for each campaign you can create more databases of phone numbers and by importing of new phone numbers you can specify to which database the chosen phone number belongs. Databases in campaigns can be paused or active. You can have more active databases in campaigns at the same time. Paused database is used when the call answer rate or overall database quality is too low.